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May 16th, 2021 08:00
Dell Supportassist 3.9 wont install
Dell Supportassist vanished from my Inspiron 3847 some time ago after a W10 update. I have tried to reinstall numerous times without success. Each time it hangs at Blue Screen with message' loading PC Optimization tools'.
Any Suggestions welcome
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lmacri
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May 17th, 2021 18:00
Hi Oscarcornwall:
What is the current version and build of your Win 10 OS (see the TechSmith article How to Check Windows 10 Build) and have earlier versions of Dell SupportAssist run correctly on your Inspiron 3847? Have you noticed any other issues with your Inspiron 3847 since the problem Windows update corrupted Dell SupportAssist?
If you have Dell SupportAssist listed as an installed program at Control Panel | Programs | Programs and Features, I'd suggest you try DELL-Chris M's instructions in SA Uninstall/Reinstall (pinned the the top of this SupportAssist board) to perform a clean re-install of Dell SupportAssist and all it's related components (e.g., Dell SupportAssist, Dell SupportAssist Agent, Dell SupportAssist Update Plugin, and Dell SupportAssist Remediation, if any of those programs are installed). I currently have 3 of those 4 programs installed on my Inspiron 5584 laptop.
If you want to try DELL-Chris M's clean reinstall instructions I'd also suggest you skip the last section (i.e., don't reinstall the SupportAssist OS Recovery Plugin for Dell Update if it was previously installed) and just see if a clean reinstall of the current Dell SupportAssist v3.9.0.234 stops your BSODs. The support page <here> for the Inspiron 3847 shows the recommended Dell Inspiron 3647 / 3847 System BIOS vA11 has not been updated since 31-Jul-2019, and the Dell SupportAssist OS Recovery Plugin for Dell Update is not in the list of available applications. I also checked the Dell SupportAssist OS Recovery user manual <here> and it does not list the Inspiron 3847 as a compatible system. As far as I can tell, installing the SupportAssist OS Recovery Tools (which will add Dell SupportAssist Remediation to your installed programs) and the SupportAssist OS Recovery Plugin for Dell Update is not recommended for the Inspiron 3847.
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64-bit Win 10 Pro v20H2 build 19042.985 * Firefox v88.0.1 * Microsoft Defender v4.18.2104.10 * Malwarebytes Premium v4.3.0.98-1.0.1292 * Dell SupportAssist v3.9.0.234 * Dell SupportAssist Remediation v5.4.1.14954 * Dell Update v4.1.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, Toshiba KBG40ZNS256G 256 GB NVMe SSD, Intel UHD Graphics 620
Oscarcornwall
2 Posts
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May 21st, 2021 07:00
Thanks for your advice.
Unfortunately, having gone through the procedure listed by Chris M , The re-installed program 3.9 sticks at 'Loading PC optimization tools'.
I don't know what else to try. I have checked that the drivers are up to date
Regards
Oscarcornwall
lmacri
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1.7K Posts
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May 21st, 2021 10:00
Hi Oscarcornwall:
I'll throw out a few ideas but most of this is speculation.
The support page <here> for your Inspiron 3847 lists Dell Update as a compatible application. Do you have this utility installed, and if so does it launch normally?
There was a known issue with Dell SupportAssist v3.4.5 where several users reported that the interface would get stuck on "Loading PC optiization tools" at launch - see Lorimand's' March 2020 thread SA, Can't Get Past Loading PC Optimization Tools Screen for one example. I don't know what caused this issue for so many users but most simply had to wait for Dell to release Dell SupportAssist v3.5.0 to fix the problem. However, user Citizen_MM posted <here> in that thread that a utility called Killer DoubleShot Pro was not configured properly and was limiting their internet speeds, which in turn caused a problem with the loading of Dell SupportAssist. I checked the support page <here> for your Inspiron 3847 and it doesn't look like this model comes with a Killer wireless or Ethernet controller, but it's possible that something on your computer is limiting your internet bandwidth usage in a similar fashion.
Do you normally connect your laptop via WiFi or an Ethernet cable, and do you use any Windows settings or third-party apps to manage your connection? For example, have you set your internet connection as a metered connection [Start | Settings | Network & Internet | Wi-Fi or Ethernet (depending on the type of connection you use) | Manage Known Networks | select the connection you use | Properties | Set as Metered Connection | ON]? Some Win 10 users will turn on this setting to trick their computer into thinking that they have a limited (metered) internet connection with their ISP so that Windows Update will not download available updates until the user has approved the process, but turning this setting on can have other unexpected side effects.
I checked the Known Issues section of the <ADMIN NOTE: Broken link has been removed from this post by Dell>, and there is one known issue titled <ADMIN NOTE: Broken link has been removed from this post by Dell> that describes a problem where SupportAssist cannot be used while the latest version of the SupportAssist OS Recovery Tools is being installed in the background. Your problem where the SupportAssist gets stuck on "Loading PC optimization tools" isn't described there but I wouldn't be surprised to learn that an installation of the latest SupportAssist OS Recovery Tools v5.4.1.14594 is trying to run to completion when you launch Dell SupportAssist and hogging your bandwidth. Unfortunately, the recommended solution for that known issue is a reinstall of Dell SupportAssist v3.9.0, which you've already tried. See my 13-Apr-2021 thread Problem Updating To SupportAssist OS Recovery Tools v5.4.1.14594, which has comments from several users who reported issues after Dell SupportAssist updated to v3.9.0 in early May 2021 and tried to install (or reinstall) of the full 580 MB SupportAssist OS Recovery Tools. I'd suggest you launch Dell SupportAssist v3.9.0 and just wait for about an hour to see if it ever progresses past "Loading PC optimization tools", just in case your system is trying to complete a background installation of the latest SupportAssist OS Recovery Tools.
I also noticed that the network drivers listed on the support page <here> for your Inspiron 3847 haven't been updated since 2015 or 2016, so perhaps there's a glitch with the new Dell SupportAssist v3.9.0 where it has problems connecting to the Dell servers with older network cards and drivers.
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64-bit Win 10 Pro v20H2 build 19042.985 * Firefox v88.0.1 * Microsoft Defender v4.18.2104.14 * Malwarebytes Premium v4.3.0.98-1.0.1292 * Dell SupportAssist v3.9.0.234 * Dell SupportAssist Remediation v5.4.1.14954 * Dell Update v4.1.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, Toshiba KBG40ZNS256G 256 GB NVMe SSD, Intel UHD Graphics 620
lmacri
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1.7K Posts
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May 21st, 2021 11:00
Hi Oscarcornwall:
...and on a more practical note, what is your current version and build of Win 10 (see the TechSmith article How to Check Windows 10 Build) and do you recall what Windows update was installed that initially caused Dell SupportAssist to disappear? Was it an upgrade to a newer version of Windows 10, and if you run the System File Checker command "sfc /scannow" from an elevated command prompt (with Administrator rights) does it find any issues with your Windows system files? See the ghacks.net article Use DISM to Fix Issues SFC Can't for more information on the built-in System File Checker utility.
Have you noticed any recent problems with your internet connection (e.g., slow download speeds), and if so do the built-in Internet Connections and/or Network Adapter troubleshooters at Start | Settings | Update & Security | Troubleshoot | Additional Troubleshooters find any problems?
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64-bit Win 10 Pro v20H2 build 19042.985 * Firefox v88.0.1 * Microsoft Defender v4.18.2104.14 * Malwarebytes Premium v4.3.0.98-1.0.1292 * Dell SupportAssist v3.9.0.234 * Dell SupportAssist Remediation v5.4.1.14954 * Dell Update v4.1.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, Toshiba KBG40ZNS256G 256 GB NVMe SSD, Intel UHD Graphics 620